Front Office Executive

Role Overview

We are building a front office culture rooted in service principles where trust, composure, and anticipatory care define every guest interaction. This role is designed for hospitality professionals trained in high-standard environments who take pride in delivering thoughtful, precise, and solution-oriented service.

Role Purpose

To serve as the primary custodian of the guest experience, owning the end-to-end guest journey from pre-arrival to post-departure while upholding brand standards, emotional intelligence, and operational excellence.

Key Responsibilities

1. Brand Representation & Guest Experience

• Act as the first and final brand ambassador, establishing trust and confidence at every guest touchpoint
• Deliver composed, polished, and emotionally intelligent service aligned with luxury brand standards
• Maintain impeccable verbal, written, and non-verbal communication at all times

2. Guest Journey Ownership

• Manage pre-arrival arrangements, in-stay requests, and post-departure follow-ups with accountability
• Anticipate guest needs through observation, guest profiles, and service cues
• Ensure continuity of service across shifts through accurate handovers and documentation

3. Service Recovery & Judgment

• Take ownership of guest concerns and resolve them with discretion, empathy, and sound judgment
• Apply structured service recovery principles while balancing guest satisfaction, brand integrity, and commercial responsibility
• Escalate appropriately only when required, with clear context and proposed solutions

4. Operational & Standards Excellence

• Execute front office procedures accurately in line with SOPs, service standards, and audit requirements
• Maintain a consistently guest-ready front desk environment
• Record guest preferences, feedback, and recovery actions in PMS and guest profile systems

5. Cross-Department Collaboration

• Coordinate closely with housekeeping, maintenance, and relevant stakeholders to ensure seamless service delivery
• Communicate professionally and respectfully to achieve timely resolutions without reliance on authority

What We Are Hiring For

• Professionals trained in structured, high-standard service environments
• Individuals who understand that luxury is defined by consistency, composure, and attention to detail
• Strong ownership mindset with calm decision-making under pressure
• High emotional intelligence and confidence in handling high-expectation guests

Experience & Qualifications

• Minimum 1–2 years of front office or guest services experience in a luxury or upper-upscale hotel, serviced residence, or equivalent environment, fresh graduates are welcome to apply.
• Proficiency in English and Bahasa Malaysia to effectively communicate with our diverse client base and stakeholders (spoken & written).
• We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers.
• Exposure to brand standards, SOPs, and service audits preferred
• Experience using PMS and guest profile systems is an advantage
• Strong command of spoken and written English; additional languages are a plus

Working Conditions

• Shift-based role, including weekends and public holidays, in line with hotel operations
• Compliance with applicable labour regulations and company policies

What We Offer

• A standards-driven, service-focused environment aligned with high hospitality principles
• Structured onboarding and service standards training
• Empowerment to make guest-centric decisions within clear guidelines
• Career development pathways aligned with service excellence and leadership readiness